Customer Service Account Manager III , Japan

JOB DESCRIPTION: Position Overview This position will be based in the Tokyo Office.   The Customer Service Account Manager III, Japan will report directly to the Japan Customer Service Manager whilst working closely with Sales and other Commercial personnel to support sales objectives through strategic and tactical activities, actively engaging with current customers and distributor(s), and provide the highest level of customer service to ensure long-term relationships and retention. The CsAM will oversee all operational and administrative processes associated with the Customer Service department.  This role will assist in the development and implementation of a world class Customer Experience model that is ahead of the curve to anticipate changes in customer needs, prepared to expand quickly and efficiently, and considered the best in the industry.   The Customer Service Account Manager III, Japan should be prepared to handle multiple tasks, to answer to a variety of queries that will come from a diverse Customer base that may include health care professionals, cancer patients and their family members, media representatives, distributor sales representatives, internal sales representatives, and others.                            The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable customer experiences. The Customer Service Account Manager III, Japan will need to understand not only the technical aspects of the services that Exact Sciences offers but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other international personnel. The Customer Service Account Manager III, Japan will also serve as a liaison to International Sales and Marketing and provide customers with logistics and personalized customer service as it relates to the international market.   Essential Duties Essential duties include but are not limited to the following:   • Inspire and drive customer success culture across the commercial organization. • Identify and execute effective solutions to address all client’s critical business issues. • Advocate customer needs through cross-functional internal partnerships with commercial, services, operations, and logistics. • Provide inside sales support to Japanese assigned territory field sales staff: Regional Oncology Liaisons (ROLs), Sales Managers, and distributor sales reps. • Partner with other Customer Service team members to develop efficiency and process improvements to enhance the customer experience. • Handle and resolve complex customer requests or complaints, as appropriate. • Answer in-coming calls to the Customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed. Document all calls according to Customer Service Policy and Procedures. • Oversee order fulfillment for all orders originating in Japan, including assistance with the retrieval of specimens from submitting hospital, specimen collection and international shipment by the distributor, receipt of test report by physician, and collaborating with field sales to ensure the ordering experience of the customer is seamless, timely and effective. • Represent Customer Service in inter-departmental meetings, customer appointment, conference calls, and presentations. • Triage inquiries to the appropriate person, office, or department accordingly, while supporting a seamless experience for the customer. • Ability to handle multiple projects at the same time but remain organized, strong sense of urgency for schedules. • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork. • Work eff